Application Support Engineer at Credit Direct Limited

Credit Direct Limited a leading innovation-driven financial services company based in Lagos, Nigeria with branches spread across the country. We pioneered the unsecured micro-lending space in Nigeria and are positioned to be the dominant market leader in the Country and beyond. Our services are hinged on a partnership with employers and our customers to provide friendly innovative loan and investment products while our various repayment options give our customers the freedom, flexibility, and confidence to enjoy their lives. Our services are trusted by over 300,000 active customers, the largest endorsement in the Nigerian public and private sectors; and this has inspired us to remain the leader in Nigeria's micro-lending space.

Job Summary

• As an Application Support Engineer at Credit Direct Limited, you will be responsible for maintaining and troubleshooting our application systems, resolving technical issues, and providing support to end-users.
• You will work closely with cross-functional teams to identify and resolve application-related problems, perform root cause analysis, and implement effective solutions.
• Your expertise in application support and strong customer service skills will play a crucial role in ensuring our systems are operating at optimal levels to meet business requirements.

Responsibilities

• Provide application support to internal users and external customers, addressing inquiries and resolving technical issues in a timely and efficient manner.
• Monitor the performance and availability of applications, proactively identifying and resolving any issues or disruptions to ensure uninterrupted service.
• Collaborate with software development teams to understand application functionality, workflows, and configuration details.
• Investigate and troubleshoot application-related incidents, performing root cause analysis and implementing corrective actions.
• Document and maintain knowledge articles, FAQs, and troubleshooting guides to assist users in resolving common issues independently.
• Collaborate with cross-functional teams to perform application testing, including functional, regression, and performance testing, ensuring the quality and stability of the systems.
• Support the deployment of application updates, patches, and new releases, ensuring minimal disruption to end-users.
• Participate in the development and maintenance of application monitoring and alerting systems to proactively identify and address potential issues.
• Communicate effectively with stakeholders, providing regular updates on the status of support requests and incident resolutions.
• Contribute to the continuous improvement of application support processes, identifying opportunities for automation, streamlining workflows, and enhancing efficiency. 

Job Requirement

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience as an Application Support Engineer or in a similar role, supporting enterprise-level applications.
• Solid understanding of application architecture, web technologies, and database concepts.
• Proficient in troubleshooting application issues, performing root cause analysis, and implementing effective solutions.
• Experience with SQL queries and database management (e.g., Microsoft SQL Server, Oracle, MySQL).
• Familiarity with incident management and ticketing systems (e.g., Jira, ServiceNow).
• Excellent analytical and problem-solving skills, with the ability to handle multiple tasks and prioritize effectively.
• Strong customer service orientation, with excellent communication and interpersonal skills.
• Ability to work well in a fast-paced, team-oriented environment.
• Knowledge of ITIL principles and practices is a plus. 

Person Specification

• Strong attention to detail and a commitment to delivering high-quality solutions.
• Proactive and self-motivated, with the ability to work independently and take initiative.
• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Adaptability and flexibility to quickly learn new technologies and applications.
• Strong problem-solving skills, with the ability to analyze complex situations and identify practical solutions.
• Strong commitment to providing exceptional customer service and support.

Method of Application